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My reply to customer isn't reaching the customer's inbox

I have received a ticket request via email from my customer.  When I "reply to customer", the customer did not receive my reply.

1 answer

1 accepted

3 votes
Answer accepted
Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Apr 19, 2023

@Khoa Nguyen -

Two things that you can check -

1) Ask your customer to determine if his/her email client app have filtering setup which the customer reply from your JSM project is filtered to a folder in the app, so instead of showing up in his/her inbox, it is actual filtered/stored in other areas in the app.  Secondly, if your customer's mail processing env has rejected emails coming from your JSM env.

2) Contact Atlassian Support ( for further assistance, so the support team can access the backend logs to determine if there were any failure/error on processing the customer reply notification to the targeted customers.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

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